November 18, 2009, 12:00 AM

Macy’s plans to expand an in-store online search feature

Macy’s plans to roll out its Search and Send feature to all 810 department stores by the end of 2010. The feature enables in-store sales associates to order online for customers who can’t find what they seek in the store.

Mark Brohan

Research Director

Macy’s Inc. is experiencing positive results with its Search and Send feature being tested at its Florida department stores and plans to expand the program to all 810 stores by the end of next year, the company says.

With Search and Send, in-store sales associates can order items online for customers who might not be able to find products at a store or in the right size or color. Associates can order the merchandise from a point-of-sale device and have it sent directly to a customer’s home or business.

Macy’s, No. 23 in the Internet Retailer Top 500 Guide, (a PDF version of the company’s financial and operating profile can be ordered by clicking on its name), launched Search and Send at its Florida stores in 2008 and rolled it out to stores in some other states earlier this year, according to a company spokesman.

Macy’s released its third quarter results last week. Macy’s doesn’t break out dollar figures, but online sales for Macys.com and Bloomingdales.com increased 21.1% in the third quarter from the prior year and 15.6% for the first three quarters.

For the third quarter ended Oct. 31, 2009:

  • Total sales declined about 3.9% to $5.28 billion from $5.49 billion.
  • Comparable-store sales were down 3.6%.
  • Operating income was $55 million compared with $68 million in the prior year.

For the first three quarters:

  • Total sales declined 7.8% to $15.64 billion from $16.96 billion.
  • Operating income was $189 million compared with $357 million in the prior year.

 

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